For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. […]
When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.
When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” This approach helps you to foster a sense of connection with customers, even when you can’t give them exactly what they want.
The basic model for Feel, Felt, Found is:
Relay that you understand how the customer feels. “I can understand why you feel that way.”
Show the customer they aren’t alone. “I had another customer who had a similar situation and felt the same way.”
Tell the customer what you’ve found to work. “We found that this worked best.”